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Delivery Operations Manager (Cisco) (USA)


At least 10 years’ experience in an IT management function, of which 5 years’ experience has been as an technical resource in a second line support role, preferably in a leadership role. At least 3 years’ experience in a service delivery role ensuring the delivery of services meet agreed SLA’s. Strong interpersonal skills to interact with Customers, Services and Operational managers and staff. Deep knowledge of principles, practices and theories in Service and Operations management. Certified in (at least) ITIL V3 fundamentals and have a deep knowledge of ITIL processes. Experienced in managing OPEX and CAPEX budgets. Experienced in developing strategic plans for an IT organization. Knowledgeable in Service Level management and reporting. Strong communications skills. Ability to interact with Customers and internal management at all levels. Broad understanding and experience in server, database, storage, networks, desktop, and applications technologies and support processes. Ability to use ITIL based global tools and processes. Self-motivated individual with excellent interpersonal, communication and influencing skills. Ability to work in a global environment; this might include customers, customer segment teams, application focal points, other teams and vendors. Excellent Customer interface/service skills. Excellent time - management skills. Understanding of the customer business.

Main skills:

Critical Thinking and Problem Solving

Recognizes organizational and resource problems or situations that are new or without clear precedent. Evaluates alternatives and finds solutions. Develops improvements and innovations to enhance organizational performance. Provide high quality, balanced analysis and advice on a range of issues of considerable complexity within specified SLA. Analyses problem by collecting available data, eliciting additional information, shifting out irrelevancies, constructing an accurate picture of the situation and distilling the key issues. Evaluates solutions critically on the basis of logical assumptions, factual information and chooses appropriate solution.


Participate in Service Level performance and service excellence reviews. Host monthly customer Service Level Meetings. Creates a sense of belonging and ownership of the service provided to our Customers. Responsibility; promotes mutual support and interaction. Consults and provides advice, facilitates discussion and resolves conflict; establishes trust; builds and uses cross-functional relationship to accomplish work objectives.

Communication Effectiveness

Ensure that customer satisfaction in all interactions meets the contracted Customer Service levels. Maintain a high level of Customer Satisfaction. Conveys goals and objectives clearly, interprets customer’s requirement and implement the expected service delivery. Influence others with tact and diplomacy and convince others to gain cooperation and eliminating conflict. Maintain a well-developed network of individuals and organizations to assist in achieving work related goals. Ability to work with international staff across multiple time zones.


Use of end-to-end processes and tools in order to understand the management of incidents, changes, assets, and service interruptions. Promoting use of end-to-end processes such as incident management, change management, and situation management. Ensure appropriate escalation actions are taken, using the global tools and processes available. Involved in any operational changes to the service, organization, tools and processes. Asset Management; drive for a 100% accurate administration of supported assets, agreed service levels and billing. Looks to improve efficiencies of processes.


Develop and maintain a faceoff chart of Customer, Services, and Production staff which defines the relationship of how these organizations interact. Coordinate and publish the annual strategic plan (Services, CAPEX/OPEX investments, Staffing, infrastructure). Host monthly Customer communications meeting which present the quality and services provided. Interface with Production Lines of Service on adherence to agreed SLA’s. Interface with Production Lines of Service on capacity which would include Servers, Backups, Storage, staffing, new services. Support Sales and Services on new Customer service offering. Accountable for compliance to ITIL and operational processes. Accountable for Configuration Management Database accuracy. Interface with other managers on standardizing of reporting and customer communications Accountable for audit compliance.


Unique working environment where you communicate and work directly with client

Usage of the latest technologies and tools

State of the art, cool, centrally located offices with warm atmosphere which creates really good working conditions High salary

Контактные данные:

Опубликовано 18 Сентября 2015 —
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